OTB Group CRM & Customer Experience Manager
- Seniority
- Mid-Level
- Posted
- Mar 13, 2026
About OTB Group
OTB Group is an international fashion conglomerate that houses a portfolio of contemporary and luxury brands. The group is recognized for its entrepreneurial culture, creative direction and a strong emphasis on brand autonomy, design-led innovation and progressively integrating sustainability across operations. As an employer, OTB offers a fast-paced, cross-disciplinary environment typical of global fashion houses.
OTB Group — Marostica: CRM & Customer Experience Manager to lead omnichannel CRM, customer segmentation and personalised communications.
Role & Responsibilities
- Define and execute the company CRM strategy to increase customer acquisition, retention and lifetime value across digital and physical channels.
- Design, implement and govern omnichannel customer journeys integrating e-commerce, mobile app, physical stores, social channels and customer service touchpoints.
- Develop and manage personalised communication programmes (email marketing, SMS, push notifications) to drive engagement and conversion.
- Segment customer base using behavioural and transactional data to enable targeted campaigns and lifecycle marketing.
- Collaborate closely with marketing, sales, IT and customer service teams to ensure system integration, data consistency and unified customer profiles.
- Establish KPIs and dashboards to monitor campaign performance, customer satisfaction and conversion metrics; use insights to optimise programs.
- Implement feedback and satisfaction measurement tools and translate insights into continuous improvements across touchpoints.
Qualifications
- Minimum 3–5 years' experience in CRM, customer experience or a closely related role, preferably within e-commerce or retail.
- Proven experience in designing and executing omnichannel projects and customer journey mapping.
- Advanced knowledge of CRM strategies and lifecycle marketing principles.
- Strong data-driven mindset with proven capability in customer segmentation and campaign optimisation.
- Excellent communication and stakeholder-management skills to coordinate cross-functional initiatives.
- Customer-centric orientation and ability to perform in a fast-moving, evolving commercial environment.
Skills
Experience
At least 3–5 years in a CRM, customer experience or digital marketing role, ideally within e-commerce or retail environments where the candidate led omnichannel or lifecycle marketing initiatives.
Education
Bachelor's degree in Marketing, Business, Statistics, Data Analytics or a related discipline is preferred.
Workplace
This position is based in Marostica, Veneto, Italy, within easy reach of Venice.
Culture
The group fosters an entrepreneurial, brand-driven culture that values creativity, collaboration and commercial rigour. Employees operate in an international, design-led environment where cross-functional teamwork and agility are essential to bring brand experiences to market.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like OTB Group, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «CRM Manager», «Customer Experience Lead», «Omnichannel CRM Manager», «Client Lifecycle Manager», «CX & CRM Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.